Katrina King

Director of Customer Value and Experience
Direct Line


10:00 AM DEBATE: IS THERE A PLACE FOR ARTIFICIAL INTELLIGENCE IN FS?

  • Are we running before we can walk? Is it the next step or are we getting ahead of ourselves with the pressure to innovate?
  • Is it good enough? Fast enough? Personal enough?
  • Does AI provide the key to a consistent customer experience?
  • How will AI create a positive CX: In our goal to achieve efficiency and consistency are we losing sight of what is needed for a positive customer experience?
  • Do virtual employees have the same risk as human employees?